Complaints policy
CRESTWOOD (SOUTHERN) LIMITED (company number 04189679; trading as Crestwood of Lymington; Crestwood Interiors online and Crestwood of Lymington showroom) aims to provide a high standard of service, workmanship, and advice. If you are not fully satisfied, we want to hear about it. This document explains how to complain and the timescales that apply.
1. Which complaint route to use
Use the section that matches your concern:
- Products, delivery, installation or showroom service: section 2 (General complaints).
- Finance introduced through us (credit application, agreement, or broker conduct): section 3 (Finance and credit brokerage).
- Personal data (access, erasure, marketing, cookies, or data shared with a lender): section 4 (Data protection complaints).
If you are unsure, contact us on 01590 670370 or enquiries@crestwoodcontract.com and we will point you to the right route. You can also use Live chat via the Tidio widget on this website. If you need extra support because of your circumstances, see our Vulnerable customer statement.
2. General complaints procedure
If your complaint relates to the quality of a product, online order, delivery, our showroom service, or an installation carried out by our team, please notify us as soon as possible:
- By telephone: 01590 670370
- By email: service@crestwoodinteriors.co.uk (include your invoice or order reference).
- By post: Customer Support Director, CRESTWOOD (SOUTHERN) LIMITED, 150 Wellworthy Road, Ampress Park, Lymington SO41 8JY.
- Online store returns and refunds: see our Returns & refunds page for cooling-off and return steps.
We aim to acknowledge general complaints within 3 working days and provide a proposal for rectification or settlement within 10 working days, subject to scheduling onsite inspections where required.
3. Financial services and credit brokerage complaints
CRESTWOOD (SOUTHERN) LIMITED acts as a credit broker, not the lender, and is authorised and regulated by the Financial Conduct Authority (FRN: 1037496). Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC. If your complaint relates to a finance agreement arranged through us, a credit application, affordability, or how we introduced you to finance, use the route below.
How to file a finance complaint
Contact us directly, clearly stating that your complaint concerns finance:
- Address: The Compliance Director, CRESTWOOD (SOUTHERN) LIMITED, 150 Wellworthy Road, Ampress Park, Lymington SO41 8JY.
- Email: compliance@crestwoodinteriors.co.uk
- Telephone: 01590 670370
Our investigation timeline
Once we receive your finance-related complaint:
- Acknowledgement: written acknowledgement within 5 working days.
- Investigation: our compliance officer reviews application details, sales records and communications, coordinating with Novuna Personal Finance where necessary.
- Update: if the investigation takes longer than expected, we keep you informed.
- Final response: a detailed written Final Response within 8 weeks of receiving your complaint.
Complaints about the lender's underwriting decision or ongoing agreement may need to be handled by the lender as well as, or instead of, us. We will explain that in our response where it applies.
4. Data protection complaints
If your complaint is about how we handle your personal data (for example access, erasure, marketing, cookies, live chat, or finance data shared with a lender), please contact us first at enquiries@crestwoodcontract.com, by post to 150 Wellworthy Road, Ampress Park, Lymington, Hampshire, SO41 8JY, or using our online contact form. Clearly state that it is a data protection complaint.
Under Data Protection Act 2018 section 164A we will acknowledge receipt within 30 days and respond without undue delay, including informing you of the outcome. This route is separate from product, installation or finance complaint timescales in sections 2 and 3. Full detail is in our privacy policy.
If you remain unhappy after our response, you may complain to the Information Commissioner's Office (ico.org.uk).
5. Escalation: Financial Ombudsman Service (FOS)
If you are not satisfied with our Final Response regarding credit brokerage, or if 8 weeks have passed without a final response, you may refer your complaint to the Financial Ombudsman Service. This service is free and independent.
You must refer the matter to the FOS within 6 months of the date of our Final Response.
- Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Telephone: 0800 023 4567 or 0300 123 9 123
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk